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Cover of The Customer Service Survival Kit


The author of this selection states that "Acknowledging people is the most powerful tool you have in difficult customer situations." Acknowledgment is not about giving in or admitting any wrongdoing. It simply means that you respect the other person's viewpoint. You can acknowledge through paraphrasing, observation, validation, or identification. By using these methods to show customers that you understand their point of view, the need to fight is eliminated.